Job Description
Come and be yourself with us!
Being a Bobber means bringing your whole self to work-whether you're bubbly, shy, funny, bold, or something in between. We want you to feel confident to do your best work here.
Our team is growing, and we're looking for an enthusiastic Customer Experience Specialist to be the first point of contact for our customers. You'll help ensure every interaction with HiBob is a positive one, contributing to our world-class support team and making a real impact on our customer experience.
About Us:
HiBob is a fast-growing, global HR platform helping mid-sized businesses transform how they manage and engage with their workforce. Since 2015, we've supported over 3,000 companies worldwide, including names like Monzo, Happy Socks, and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees, who we affectionately call \"Bobbers.\"
Job Overview:
You will be responsible for managing a team of Customer Support Specialists, ensuring exceptional service delivery and customer satisfaction. You will play a pivotal role in tracking key performance indicators (KPIs), implementing process improvements, and handling customer escalations. Additionally, you will collaborate closely with Customer Success Managers (CSMs) and execute projects aimed at enhancing support processes and optimising ticket management.
Job Requirements
- Proven experience in a customer support or customer service role, with at least 2 years of experience in a leadership or supervisory position.
- Strong leadership and interpersonal skills, with the ability to motivate and inspire team members to achieve goals and targets.
- Excellent communication skills, both verbal and written, with the ability to effectively interact with customers, team members, and stakeholders.
- Solid understanding of key customer support metrics and KPIs, with the ability to analyse data and drive performance improvements.
- Experience with SaaS platforms and technical troubleshooting, with a demonstrated ability to diagnose and resolve customer issues effectively.
- Experience with customer support software and tools (e.g., Zendesk, Asana) preferred.
- Strong problem-solving abilities and a proactive approach to identifying and resolving issues.
- Ability to thrive in a fast-paced environment and adapt quickly to changing priorities and business needs.
Benefits
- Company share options plan
- Health Insurance for you and your kids
- Prepaid Coverflex meal card per day
- We have a flexible hybrid working model
- Work from home allowance- to get your home office set up!
- 2 Social Impact days per year for volunteering
- Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
- Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
- Fun company and team social events (locally and virtually with our global teams)
- Bob balance days - Enjoy a company-wide long weekend at the beginning of each quarter
- Additional day off each year for your Birthday
What the Team is Saying
What We Do
HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we’ve achieved consecutive triple-digit year-over-year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 4000 midsize and multinational companies.
Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. Fast-growing companies across the globe such as Monzo, Happy Socks, Fiverr, and VaynerMedia rely upon Bob to help them create the best work experiences for their people.
Why Work With Us
Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that’s bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we’re waiting with open arms. Come join us.
Gallery
HiBob Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We love collaborating and connecting with our team members in person and we hope you do too. Our team spends 2-3 days per week in our NYC office.
